Automation of quality control in customer service is a crucial component for modern businesses, and the NovaTalks platform opens new possibilities for this process. With the platform, you can configure dialogue quality assessments, helping to identify communication issues without spending time manually reviewing every customer interaction.

Using artificial intelligence, the system automatically evaluates each dialogue according to your criteria after its completion. This allows you to monitor the quality of 100% of interactions, not just selective 1%, 5%, or 10%, as is typical with manual review. The system operates instantly, saving time and allowing the team to focus on more important tasks. This approach ensures efficient and timely quality management without unnecessary workload.

Real-Time Data Visualization

To gain insights into the efficiency of each customer interaction, NovaTalks integrates BI tools into the system, enabling real-time visualization of all evaluations and statistical data. This allows for quick analysis of key metrics, simplifying decision-making based on the information received.

Script Compliance Control and Automatic Dialogue Summaries

In addition to automatic quality assessment, you can verify script adherence during dialogues. For instance, the system can be configured to check whether an agent offers supplementary products or services, aligning with sales standards. Moreover, the system automatically generates summaries of each dialogue, which can later be integrated into your CRM, providing clear and concise overviews without needing to review lengthy conversations.

Configuring Automatic Dialogue Quality Assessments

You can set up the process of automatic dialogue quality assessments in a few steps. First, determine the criteria by which the dialogue will be evaluated. Next, create a macro that initiates a task for the AI: it includes the dialogue content and instructions on how the AI should evaluate the interaction. For more detailed analysis, the system allows you to create variables that identify specific evaluation parameters.

The next step is to create an automation rule that triggers the macro at the right moment, based on selected conditions. This enables the setup of various algorithms for different channels and teams, ensuring flexibility and precision in evaluations.

NovaTalks not only automates quality control in customer service but also expands analysis and monitoring capabilities through integration with business analytics and support for tailoring algorithms to your company’s needs. This approach significantly enhances customer service, simplifies team workflows, and makes service processes as efficient as possible. 

Try configuring automatic dialogue quality assessments and unlock new possibilities for your business.

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